Customer Service Representative

nVent • Warwick, RI

6d • Onsite

About The Position

We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.

Connect with customers, outside sales and production on all aspects of order creation and follow-up, providing a high level of knowledge and support. Research and recommend solutions for all incoming calls regarding pricing and availability, order changes/status, and sophisticated product questions for multiple product brands. Process domestic standard distributor and non-standard orders independently and accurately for multiple functional areas/brands with a clear understanding of the differences between direct and distribution business. Work with sales, marketing, production, shipping and other operating functions regarding product, delivery or service matters. Monitor or follow-up on scheduled shipment dates to ensure timely delivery. This may include acquiring proof of delivery and/or expediting shipment as needed. Use product knowledge to make decisions that result in improved customer satisfaction.

Requirements

• 3+ years of customer service in a manufacturing environment, including advanced knowledge of the principles and practices of customer service is preferred.
• Confirmed skill in identifying root causes of complex problems/issues by asking probing questions and developing recommendations for resolution.
• Proven skills to learn and retain advanced product knowledge for use in day to day responsibilities.
• Experience working with an ERP and/or CRM.
• Able to maintain professional customer service manner when dealing with dissatisfied customers and demonstrate compassion for the customer's situation.
• Ability to collaborate and share knowledge and information to assist the team, especially in the problem solving process.
• Strong written and verbal communication skills, while collaborating with people at all levels within the organization and outside the organization.
• Skilled in leading multiple tasks/projects along with the ability to work in a fast paced team environment in a self-directed manner.
• All candidates must be a “US Person” as defined by 22 C.F.R. 120.15.

Responsibilities

• Connect with customers, outside sales and production on all aspects of order creation and follow-up, providing a high level of knowledge and support.
• Research and recommend solutions for all incoming calls regarding pricing and availability, order changes/status, and sophisticated product questions for multiple product brands.
• Process domestic standard distributor and non-standard orders independently and accurately for multiple functional areas/brands with a clear understanding of the differences between direct and distribution business.
• Work with sales, marketing, production, shipping and other operating functions regarding product, delivery or service matters.
• Monitor or follow-up on scheduled shipment dates to ensure timely delivery. This may include acquiring proof of delivery and/or expediting shipment as needed.
• Use product knowledge to make decisions that result in improved customer satisfaction.
• Ability to train/mentor others within area of expertise to foster cross training.

Benefits

• Medical, dental, and vision plans along with flexible spending accounts, short-term and long-term disability benefits, critical illness, accident insurance and life insurance.
• A 401(k) retirement plan and an employee stock purchase plan — both include a company match.
• Tuition reimbursement, caregiver, personal and parental leave, back-up care services, paid time off including volunteer time, a well-being program, and/or legal & identity theft protection.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed